Uh, sure. You're right. Sears are thin on the ground over here.
In case I wasn't clear, all the abovementioned conversations happened at Sears department store, the sole distributor of Craftsman hand tools. They have an explicit policy of replacing any broken tool, regardless of how you broke it.
So if you rock up with the snapped-off handle of one of those tiny little flathead screwdrivers (complete with a little clip so that you can keep it in your shirt pocket), and a story about how you were trying to pry off a rusted-on cylinder head using it and a large hammer, they'll replace it.
(as I have personally verified)
And yeah, you're right about the European version of customer service (at least the English variant). Since moving here, I've never once come across a merchant who was familiar with the concept of "the customer is always right". Rather, "It's my shop, so by definition I'm right. And why are there so many customers in here, anyway? I think I'll start closing at 5:30 so I don't have to deal with them."
Spending a month in France made me realize just how great customer service is in North America. (Luckily France has other features.)
The one HUGE exception was the French national rail service. They must get great compensation, or have good hiring policies, because everyone I dealt with was spontaneously helpful and didn't mind spending extra time with me, even to the point of extending their work hours.
Yep, UK customer service is pretty mixed. At it's best it's pretty good but at it's worst it's absolutely shocking. Sadly good customer service is still enough of a rarity that it's genuinely noteworthy when you do come across it.
In case I wasn't clear, all the abovementioned conversations happened at Sears department store, the sole distributor of Craftsman hand tools. They have an explicit policy of replacing any broken tool, regardless of how you broke it.
So if you rock up with the snapped-off handle of one of those tiny little flathead screwdrivers (complete with a little clip so that you can keep it in your shirt pocket), and a story about how you were trying to pry off a rusted-on cylinder head using it and a large hammer, they'll replace it.
(as I have personally verified)
And yeah, you're right about the European version of customer service (at least the English variant). Since moving here, I've never once come across a merchant who was familiar with the concept of "the customer is always right". Rather, "It's my shop, so by definition I'm right. And why are there so many customers in here, anyway? I think I'll start closing at 5:30 so I don't have to deal with them."